Why are you asking for documents if I’m already verified?
If we verified you when you joined, you were good to deposit and play.
But sometimes we need extra documents later on. That’s because our licence requires ongoing checks, not just a one-off verification at sign-up. It helps us keep accounts safe, secure, and properly reviewed.
You can read more in our Terms and Conditions.
A few things to know:
We’ll keep the document request as simple as possible.
While we’re waiting for documents, we may temporarily pause deposits or withdrawals.
What ID and address documents can I use?
We may ask for documents to confirm your identity and address. While we’re reviewing them, deposits or withdrawals may be limited.
For proof of identity, we accept:
Passport
UK Driving Licence (also counts as proof of address if the address matches)
Non-UK Driving Licence
Non-UK National ID Card
UK CitizenCard or PASS Card
UK Residence Permit
For proof of address, the document must show your name, current address and issue date. We accept:
Utility bill (not mobile), dated within the last 3 months
Council Tax statement (within 12 months)
Government letter, such as HMRC (within 3 months)
Home or motor insurance document (within 3 months)
Mortgage statement (within 12 months)
Letter from a financial institution (within 3 months)
We accept clear photos or PDFs showing the full document with all four corners visible. Avoid submitting screenshots; original photos of the documents are preferred.
We don’t accept photocopies, cropped images, or edited documents.
The fastest way to upload your documents is through your account. Click your avatar (top right) and select Verify Account. You can also email them to verification@mrq.com, but uploading directly is quicker.
How long does account verification take?
Account verification usually takes one to two working days, but it can take a little longer during busy periods.
If we've requested documents, the quickest way to get verified is to upload your documents directly in your account. Some checks are completed in minutes.
You can email documents to verification@mrq.com, but this method is slower.
Most common verification delays are down to documents not being sent correctly. Before you upload or email anything, please make sure:
Your photo ID is valid and in date.
Your proof of address is dated within the last 3 months.
All four corners of each document are visible (no cropping).
You send the documents from the email address registered to your account.
Get those right, and your account verification should be straightforward.
What documents can I provide as proof of ownership for a Virtual Card?
We may ask you to provide documentation to confirm ownership of your virtual card. You can provide one of the following:
Option 1: Banking app screenshot (preferred)
A screenshot from your banking app showing:
Your full name
The bank name
The first 6 and last 4 digits of your card. Cover the middle digits and CVV for security when providing card details
Transactions to MrQ
Option 2: Bank statement
If we’re unable to verify the screenshot from your app, or if you’re unable to provide one, we may ask for a bank statement (screenshot or PDF) that shows:
Your full name
Transactions to MrQ
The card reference or first 6 and last 4 digits (if available)
Why can’t I deposit or play?
If you’ve created an account but can’t deposit or play any of our games, it usually means your account hasn’t been verified yet.
Before you can deposit or start playing, we need to confirm you are who you say you are and that you’re over 18. It’s a legal requirement, not us being difficult.
Most account verification checks happen instantly, so you’ll usually be able to deposit and play straight away. If our electronic checks can’t confirm your details, we’ll ask you to upload some documents instead.
If you’ve deposited and played before but now can’t deposit or play any games, it usually means we’ve contacted you for some additional information. Check your inbox (and junk folder) and reply to our email so we can get things resolved.